This morning I rang Apple to return a gadget whose power adaptor was malfunctioning. I was a few days past the 14 day no questions asked timeframe, but the guy spoke to his supervisor and they accepted the return.

Yesterday I rang Tyler St Garage and asked if they could cater for a friend I'm having lunch with today who's gluten intolerent and vegan. They said not only would they do their best, but if they couldn't, they shared a kitchen with the nextdoor restaurant so could bring through food from there if need be.

Last week I went to Mercy Radiology to get an x-ray on my back which has been giving me grief. Rather than try to manhandle me onto the table as has happened before, the radiographer listened to me as I told her I'd ask her if I needed help. "Of course," she smiled and shrugged, "what would I know about what you need?"

Sometimes in business, things just mess up. People do stupid things, repeat mistakes and just get it wrong.

I recently had an experience with a business where the service I received was somewhat, but not entirely, inappropriate. Then they got the invoice for the service wrong. Four times.

A recipe for disaster. You'd think I'd never go back, wouldn't you?

I had a huge response on Facebook to the post I wrote last night about my dealings with Housing New Zealand. I appreciate the support from people who have commented and tweeted.

What has been interesting as a by-product are the other stories people have told about Housing NZ - admittedly they are hearsay but they give me cause for concern:

• "a tetraplegic woman with very high medical needs being kicked out of her fully customised modified home of 15yrs to give it up for a refuge family of 9 with no access requirements"
• "a person who had been asking for 7 years to be moved out of a Freemans Bay HNZ flat where drugs, prostitution and every other vice was going on...even though HNZ had 14 days to sort it out, get rid of the tenant who was terrorising everybody else they sat on their hands until [they were] threatened with public exposure"
• "someone being evicted with 18 hours' notice"
• "a HNZ worker asking why a client with a major anxiety disorder couldnt just get out and look for a house"

• "cases of highly unsafe and unsanitary environments not fit for animals to live in"

If these constitute the usual tip of the proverbial iceberg, what is going on in Housing NZ? Where is the consistency and communication of rational policy in a Government-run organisation established to ensure the shelter of those impacted by an inaccessible, over-priced, unstable housing market?

We've all had the experience of having to say something to someone we like and respect, but we know they're either not going to like it, or worse, it's going to have a negative impact on them. It could be telling your boss you're quitting a job, giving feedback to your parents or partner about something they've said or done that's upset you, or perhaps even letting a friend know you've heard something negative about them.

Here are some quick tips or making talking about it easier - for them and for you:

Warn them first

Let them know you have something to say to them that's important and you'd like to make a time to talk with them, probably for an hour. If they say, "Tell me now," don't. Politely say you don't have the time straight away and you'd rather make another time. Arrange a private or anonymous - and preferably neutral - place to meet, like a cafe, meeting room or shared lounge area.

When it comes to change, I think there are three types of people.

1. A small number of people want to enquire more deeply into self-change. These people see that they are responsible for what occurs in the world.
2. A greater number want change, but think self-change is a bit wanky or woo-woo. They want to be able to actually get on and do something to change things outside them, in the world. They see change as systemic.
3. The third group complain about change being imposed on them. These people often feel 'done to' rather than empowered, victims rather than creators.

Over time people in group 3 may move into group 2 and start doing more constructive things in an attempt to change systems, structures and other people.

But those in group 1 will always be most comfortable and effective with change.

If I was to name one thing that could make the world a better place – and of course nothing will do that alone – it would be changing how and what we communicate with each other.

In my various roles I do quite a lot of communicating.  I also do a fair bit of fixing things when they go wrong. My experience is that, when things go wrong, they often do so because of what was – or wasn't – communicated and how it was – or wasn't – done.

Misunderstandings, conflict, unfair treatment and repeated mistakes are inevitable parts of human interaction. They are not entirely avoidable, but minimising their effect:

relationship |riˈlā sh ənˌ sh ip|

(noun) the way in which two or more concepts, objects, or people are connected, or the state of being connected 

negotiation |nəˌgō sh ēˈā sh ən|

(noun; also negotiations) discussion aimed at reaching an agreement. ORIGIN late 15th cent. (denoting an act of dealing with another person)

At the end of last year I started dating a guy and, four months later, we are still seeing each other. I've not been public about this until now, for obvious reasons.

This Blog was posted on Diversityworks Peer Support Network on behalf of Andrea Ford, CEO/Service Leader of Children’s Autism Foundation and mother of 3.

In our family we have a No shushing rule. Many people wonder how we manage this and why I would set myself up in this situation. I would like to share the reasons for this in the interests of promoting the value of every child’s contribution, no matter how unique.

I have three sons. They are each unique individuals who I hope will grow up with self confidence, a positive self image, a sense of belonging and feel valued within their family, community and other roles. I intend to provide my parenting support with these goals in mind.

Was Perth filmmaker Simon Barker trying to be terribly clever trying to "create an awareness of the issues faced by Aboriginals" by showing white Australians dressed as Aborigines, drinking and engaging in criminal activity?

Perhaps he was too clever, ending up proving he was at best, naive and at worst, stupid to think he could fight racism with racism.

Or was he being blatantly racist?

Creating inclusive environments is a key part of allowing diversity to add richness and value to everything we do in our organisations and businesses. But inclusion - or ensuring equal opportunities for people to access environments, services and  networks - alone is not enough.

Yes it's important to notice when people are not present on our boards and staff, in our audiences and programmes. And we must identify and address barriers that disadvantage, marginalise or exclude people.

But, according to "Social Inclusion and Participation: A Guide for Policy and Planning" published by the NZ Ministry of Social Development in 2007 (download it as a Word doc), there are four other key dimensions of social inclusion: belonging, participation, recognition and legitimacy.